Company Complaint Information
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| Company Performance | |||
| In compliance with California Insurance Code § 12921.1, the California Department of Insurance conducted a Consumer Complaint Study of all admitted insurance carriers. The company performance table provides the complaints determined by the department to require that corrective action be taken against the insurer, or leading to insurer compromise, or other remedy for the complainant, those that are found to be without merit, those with other outcomes, and justified complaints. Justified complaints often require additional review, as violations of California insurance laws may exist. | |||
| Year | Closed Complaints (TOTAL of Categories 1-3) |
Category 1: Complaints found to require corrective action, leading to insurer compromise, or other remedy for the complainant. |
Category 2: Complaints found to be without Merit. |
Category 3: Complaints with Other Outcomes |
Category 4: Justified Complaints |
|---|---|---|---|---|---|
| 2018 | 254 | 81 | 65 | 108 | 44 |
| 2017 | 240 | 76 | 87 | 77 | 46 |
| 2016 | 233 | 120 | 64 | 49 | 64 |
| Violation Study |
| Year | Line of Coverage | Law | Section | Summarized Description of Law | # of Alleged Violations |
|---|---|---|---|---|---|
| 2018 | Automobile | CCR | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 6 |
| 2018 | Automobile | CCR | 2632.13e | Eff. 12/11/11. Insurer shall conduct a fair and objective investigation before making an at-fault determination | 1 |
| 2018 | Automobile | CIC | 11580.011 | Coverage for replacement of child passenger restraint system; insurer obligation | 2 |
| 2018 | Automobile | CCR | 2632.13(e) | An insurer shall diligently pursue a thorough, fair, and objective investigation before determining fault | 1 |
| 2018 | Automobile | CCR | 2695.7f | Written notice before 60 days of expiration of statute of limitations on bodily injury claims. | 1 |
| 2018 | Automobile | CIC | 481.5d | Unearned premium that the insurer fails to tender shall bear interest at the rate of 10% per annum | 1 |
| 2018 | Automobile | CCR | 2632.13e3 | Right to reconsideration of determination of fault | 1 |
| 2018 | Automobile | CCR | 2632.13(e)(2) | Respond in writing to a request for reconsideration of principally at-fault determination within 30 days by an employee other than | 1 |
| 2018 | Automobile | CCR | 2695.8c | Reopen file if notified within 35 calendar days that ACV too low to purchase comparable car. | 3 |
| 2018 | Automobile | CCR | 2632.13(e)(1) | Provide written notice of investigation including any principally at-fault determination | 1 |
| 2018 | Automobile | CIC | 481.5a | Personal Lines - Failure to return premium in a timely manner | 1 |
| 2018 | Automobile | CCR | 2695.5a | Must respond to the California Department of Insurance within 21 calendar days. | 5 |
| 2018 | Automobile | CIC | 1861.05a | Excessive, inadequate, unfairly discriminatory rates | 5 |
| 2018 | Automobile | CCR | 2695.7d | Insurer shall conduct a thorough, fair and objective investigation. Cannot seek unnecessary information from claimant. | 4 |
| 2018 | Automobile | CIC | 481.5i | Insurer shall provide clear and consise accounting of refund when requested | 1 |
| 2018 | Automobile | CCR | 2632.13e1 | Insurer shall provide written notice of fault determination | 2 |
| 2018 | Automobile | CCR | 2695.7b | Must accept/deny or provide written delay notice within 40 calendar days of proof of claim. | 6 |
| 2018 | Automobile | CCR | 2632.13b | PD only at fault loss threshold is $1,000 | 1 |
| 2018 | Automobile | CCR | 2632.13h | Company shall not fail to disclose its fault finding to a subsequent insurer | 1 |
| 2018 | Automobile | CIC | 790.03h3 | Failing to adopt & implement standards for the prompt investigation & processing of claims | 2 |
| 2018 | Automobile | CIC | 880 | Failure of insurer to use own name | 4 |
| 2018 | Automobile | CCR | 2695.3a | File must contain all documents. | 2 |
| 2018 | Automobile | CIC | 11628.3 | Mature driver improvement course discount | 1 |
| 2018 | Automobile | CCR | 2695.8b | Must apply standards when evaluating auto total loss claims-see Regulations. | 1 |
| 2018 | Automobile | CCR | 2695.7b1 | Must deny all claims in writing. Must cite statute, applicable law or policy provision on 1st party claims. | 2 |
| 2018 | Automobile | CCR | 2695.4a | Must disclose all benefits, time limits & possible applicable provisions to 1st party claimants. | 1 |
| 2018 | Automobile | CCR | 2695.7b3 | Must notify claimant that claim denial can be reviewed by the California Dept. of Insurance. | 2 |
| 2018 | Automobile | CCR | 2695.7c1 | Must notify in writing every 30 calendar days if more time is required to investigate claim. | 3 |
| 2018 | Automobile | CCR | 2695.7p | Must notify in writing the 1st party claimant when pursuing subrogation of the claim - see Regulations. | 1 |
| 2018 | Automobile | CCR | 2695.7h | Must pay within 30 calendar days of accepting claim-exceptions apply- see Regulations. | 1 |
| 2018 | Automobile | CCR | 2695.5b | Must provide complete response to claimant inquiries within 15 calendar days. | 7 |
| 2018 | Fire | CCR | 2695.7b1 | Must deny all claims in writing. Must cite statute, applicable law or policy provision on 1st party claims. | 1 |
| 2018 | Fire | CCR | 2695.5b | Must provide complete response to claimant inquiries within 15 calendar days. | 1 |
| 2018 | Fire | CIC | 678(a) | An insurer shall deliver to the named insured an offer to renew or notice of non-renewal at least 45 days prior to expiration | 1 |
| 2018 | Fire | CCR | 2695.7c1 | Must notify in writing every 30 calendar days if more time is required to investigate claim. | 1 |
| 2018 | Fire | CCR | 2695.7b | Must accept/deny or provide written delay notice within 40 calendar days of proof of claim. | 1 |
| 2018 | Fire | CCR | 2694a4 | In contravention of or inconsistent with policy/contracts | 1 |
| 2018 | Fire | CCR | 2695.5a | Must respond to the California Department of Insurance within 21 calendar days. | 1 |
| 2018 | Liability | CCR | 2695.5b | Must provide complete response to claimant inquiries within 15 calendar days. | 1 |
| 2018 | Liability | CIC | 880 | Failure of insurer to use own name | 1 |
| 2018 | Liability | CCR | 2695.5a | Must respond to the California Department of Insurance within 21 calendar days. | 1 |
| 2018 | Misc Lines | CCR | 2695.3a | File must contain all documents. | 1 |
| 2018 | Misc Lines | CCR | 2695.5a | Must respond to the California Department of Insurance within 21 calendar days. | 1 |
If complaint data does not appear for this company, this link will provide you with an explanation.
To view the California Insurance Code (CIC), Click here
To view the California Code of Regulations (CCR), Click here
| Comparison Data |
The information below is for complaints closed during the study period for this insurance company. The table provides the Justified Complaint Ratio, Market Share, Complaint Share, and Index for this company, grouped by the line of coverage the company was authorized to sell in this study period.
| Year | Line of Coverage | JustifiedComplaint Ratio | Market Share | Complaint Share | Index |
|---|---|---|---|---|---|
| 2018 | Commercial Multi-Peril | .00 | .104 | .00 | .00 |
| 2018 | Homeowners | 11.69 | .227 | .74 | 3.26 |
| 2018 | Workers Compensation | .00 | .478 | .00 | .00 |
| 2018 | Commercial Auto | .00 | .812 | .88 | 1.08 |
| 2018 | Personal Auto | 9.54 | 1.385 | 2.95 | 2.13 |
If complaint data does not appear for this company, this link will provide you with an explanation.
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